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How to Build an Incident Management Dashboard for SLA Performance in PowerBI

Last modified: November 26, 2019
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Estimated reading time: 6 min


How to Build an Incident Management Dashboard for SLA Performance in PowerBI


In this article, we will make a report to examine the SLA performance metric. By using a scatter chart, we’ll be able to see a timeline with the change of SLA performance over time. We’ll also create several slicers to allow us to dynamically filter the report.

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Step 1: To begin, select a multidimensional database (MDB)

Step 2: Select an ‘INC – Incident Management’ cube

Step 3: Select the ‘OK’ button

KPI

Step 4: Select the ‘KPI’ from under ‘Visualizations’

Step 5: Select the search bar, and type in ‘percentage of incidents meeting slas’

Step 6: Select the ‘Percentage of Incidents Meeting SLAs’ field from under ‘Performance Metrics’

Step 7: Select the search bar, delete the last query, and type in ‘months’

Step 8: Now click and hold on the ‘Months’ field from under ‘Time – Opened Date’

Step 9: Select the search bar, delete the last query, and type in ‘percentage of incidents meeting slas’

Step 10: Select the ‘Goal’ option from under ‘Percentage of Incidents Meeting SLAs’

Step 11: Drag the edges of the KPI to center it in the report

Step 12: Select the open arrow for the ‘Filters’ section so we can go ahead and apply filters to the whole report

Step 13: Select the search bar, delete the last query, and type in ‘Assignment Group’

Step 14: Click and hold on the ‘Incident Management’ field

Step 15: Drag it over to the ‘Filters on this page’ section

Step 16: Select the ‘Select all’ checkbox

Step 17: Deselect the first checkbox, which references values where the Assignment Group is not specified. We’ll want to exclude these values because they’re not good for analysis, and they’re often so numerous that they make it difficult to analyze the other values.

Step 18: Now select the ‘Collapse’ button for the ‘Assignment Group’ filter

Step 19: Now select the search  bar, delete the last query, and type in ‘date.value’

Step 20: Click and hold the ‘Date.Value’ field under ‘Time – Opened Date’

Step 21: Drag it over to the ‘Filter on all pages’ section, under the Assignment Group filter

Step 22: Select the dropdown arrow next to ‘Date.Value’

Step 23: Select the dropdown chart under ‘Filter type’

Step 24: Select the ‘Advanced filtering’ option

Step 25: Select the dropdown under ‘Show items when the value:’

Step 26: Select the ‘is before’ option

Step 27: Select the next text field to enter the date, we’ll use ‘8/1/2017’

Step 28: Select the ‘Apply filter’ option

Step 29: Select the dropdown arrow for the ‘Date.Value’ filter

Step 30: Now select the ‘Filter’ arrow

Stacked Bar Chart

Step 31: Now select the ‘Stacked bar chart’ option

Step 32: Select the search bar, delete the last query, and type in ‘customer department’

Step 33: Select the ‘Customer Department’ field

Step 34: Select the search field, delete the last query, and type in ‘breaching’

Step 35: Click and hold on the ‘Incidents Breaching Service Targets’

Step 36: Select the search bar, delete the last query, and type in ‘meeting’

Step 37: Select the ‘Incidents Meeting Service Targets’

Step 38: Drag it over to the ‘Value’ section

Step 39: Now in the ‘Format’ section (select the paint roller icon), select the dropdown arrow under ‘Data colors’

Step 40: Change the colors of the chart. We’ll make ‘Incidents Breaching Service Targets’ green, and ‘Incidents Meeting Service Targets’ red

Step 41: Select the switch next to ‘Data labels’

Step 42: Drag the edges of the chart to resize it, and then drag the chart over into the corner

Scatter Chart

Step 43: Now select the ‘Scatter chart’ option from under ‘Visualizations’ (We changed the green color of the last chart to #27AE60 at this point)

Step 44: Select the search bar, delete the last query, and type in ‘configuration item’

Step 45: Click and hold on the ‘Configuration Item’ field

Step 46: Drag it over into the ‘Legend’ section

Step 47: Select the search bar, delete the last query, and type in ‘incidents per day’

Step 48: Click and hold on the ‘Incidents Per Day – Rolling 7’ field

Step 49: Drag it over to the ‘X Axis’ section

Step 50: Select the search field, delete the last query, and type in ‘incidents breaching service targets’

Step 51: Click and hold on the ‘Incidents Breaching Service Targets’ field

Step 52: Drag it over to the ‘Y Axis’ section

Step 53: Select the search field, delete the last query, and type in ‘incidents total’

Step 54: Click and hold on the ‘Incidents Total’ field

Step 55: Drag it over to the ‘Size’ section

Step 56: Select the search field, delete the last query, and type in ‘date.value’

Step 57: Click and hold on the ‘Date.Value’ field

Step 58: Drag it over to the ‘Play Axis’ section

Step 59: Now drag the edges of the scatter chart to resize it

Step 60: Select the ‘Format’ option (the paint-roller) icon

Step 61: Select the switch next to ‘Legend’

Step 62: Now go back to the ‘Fields’ section

Step 63: Select the play button in the scatter chart to see the total incidents as they change over time

Step 64: We can also select a section on the timeline to see the values at a specific date

Treemap

Step 65: Select the ‘Treemap’ option from under ‘Visualizations’

Step 66: Select the search field, delete the last query, and type in ‘assignment group’

Step 67: Click and hold on the ‘Assignment Group’ field

Step 68: Drag it over to the ‘Group’ section

Step 69: Select the search field, delete the last query, and type in ‘incidents total’

Step 70: Click and hold on the ‘Incidents Total’ field

Step 71: Drag it over to the ‘Values’ section

Step 72: Select the search field, delete the last query, and type in ‘percentage of incidents meeting slas’. Then we’ll move the Treemap over into the center of the report

Step 73: Click and hold on the ‘Goal’ field from under the KPI section of ‘Percentage of Incidents Meeting SLAs’

Step 74: Drag it over to the ‘Tooltips’ section

Table

Step 75: Now select the ‘Table’ from under ‘Visualizations’

Step 76: Select the search field, delete the last query, and type in ‘priority’

Step 77: Select the ‘Priority’ field from under ‘Classification’

Step 78: Select the search field, delete the last query, and type in ‘category’

Step 79: Select the ‘Category’ field from under ‘Classification’

Step 80: Select the search field, delete the last query, and type in ‘number’

Step 81: Select the ‘Number’ field from under ‘Classification’

Step 82: Notice that we can select a part of the Treemap to highlight that value in the rest of the report

Step 83: Select the same part of the Treemap to remove the highlighting

Slicer

Step 84: Select the ‘Slicer’ option from under ‘Visualizations’

Step 85: Select the search field, delete the last query, and type in ‘opened date’

Step 86: Select the ‘Date.Value’ field

Step 87: Select the dropdown arrow titled ‘Select the type of slicer’

Step 88: Select the ‘Between’ option

Step 89: Select the first field, which represents the start date. We’ll use ‘1/9/2016’

Step 90: For all the following slicers, we’ll be dragging the edges to resize them in between steps

Slicer

Step 91: Select another ‘Slicer’ option

Step 92: Select the search bar, delete the last query, and type in ‘category’

Step 93: Select the ‘Category’ field

Step 94: Select the dropdown arrow in the top right corner of the slicer

Step 95: Select the ‘Dropdown’ option

Slicer

Step 96: Select the another ‘Slicer’ from under ‘Visualizations’

Step 97: Select the search field, delete the last query, and type in ‘configuration item’

Step 98: Select the ‘Configuration Item’ field

Step 99: Select the dropdown arrow in the top right corner of the slicer

Step 100: Select the dropdown option

Slicer

Step 101: Select another ‘Slicer’

Step 102: Select the search bar, delete the last query, and type in ‘assigned support company’

Step 103: Select the ‘Assigned Support Company’ field

Step 104: Select dropdown arrow in the top right corner of the slicer

Step 105: Select the ‘Dropdown’ option

Slicer

Step 106: Select another ‘Slicer’ option

Step 107: Select the search bar, delete the last query, and type in ‘assigned support organization’

Step 108: Select the ‘Assigned Support Organization’ field

Step 109: Select the dropdown arrow in the top right corner of the slicer

Step 110: Select the ‘Dropdown’ option

Slicer

Step 111: Select the ‘Slicer’ option

Step 112: Select the search bar, delete the last query, and type in ‘assignment group’

Step 113: Select the ‘Assignment Group’ field

Step 114: Select the dropdown arrow in the top right corner of the slicer

Step 115: Select the ‘Dropdown’ option

Step 116: Now we’ve finished setting up the slicers, and we can use them to focus in on different aspects of the data

 


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